Kaplan Financial

Mar, 2018  –  Aug, 2025  •  7 yrs 6 mos  -  Full time

As Deputy Team Manager at Kaplan Financial, I provided day‑to‑day leadership and operational coordination for a busy, multi‑site team, ensuring smooth workflows, clear communication, and consistent standards across all activities. I managed complex scheduling, stakeholder correspondence, and cross‑team liaison, acting as the primary escalation point for learners, employers, and internal departments. My role involved preparing reports, documentation, and audit materials, conducting regular compliance checks, and supporting OFSTED/ESFA requirements through meticulous record‑keeping and quality assurance. I delivered onboarding, training, and ongoing coaching to new and existing staff, strengthening capability, confidence, and consistency across the team. During periods of manager absence, I oversaw full operational responsibilities — including leave management, issue resolution, and project oversight — ensuring continuity, stability, and a positive team environment. Across all responsibilities, I brought a calm, organised, people‑focused approach that supported both team wellbeing and high‑quality service delivery.

Kaplan Financial

Mar, 2018  –  Jan, 2019  •  11 mos  -  Full time

As a Talent Coach at Kaplan Financial, I managed a high‑volume caseload and served as the primary point of contact for learners, employers, and internal teams, ensuring clear communication and a smooth, well‑supported journey from onboarding through completion. I delivered structured remote coaching sessions, breaking down complex information into clear, actionable guidance and providing consistent next steps to keep learners on track. My role required meticulous documentation, assessment of progress and compliance, and maintaining accurate CRM/LMS records aligned with regulatory and organisational standards. I prepared reports, summaries, and action plans to support decision‑making and programme alignment, while proactively identifying issues and escalating them appropriately to maintain quality and consistency. Across all interactions, I provided calm, empathetic support tailored to individual needs, fostering a positive, inclusive environment and ensuring learners felt informed, confident, and supported throughout their programme.